Workforce Analyst Sr.
Company: Synovus Financial Corp.
Posted on: November 10, 2019
Under the direct guidance of the Workforce Management Manager, this
position will collectively take ownership for the scheduling and
intraday performance of all Synovus Customer Care Centers. The WFM
team is responsible for forecasting workloads, forecasting
resources required to process workloads, scheduling resources,
managing real-time adjustments to resources, and generation of
reporting and analysis required to manage these processes
efficiently. Using reporting tools, the WFM Scheduling Analyst will
be responsible to develop and maintain optimal schedules for the
service center staff in order to ensure we meet service center
goals and guidelines. The WFM Analyst will work with business
leadership to coordinate processes to meet the operational and
strategic needs of the business, to advise on potential
opportunities or hazards that affect the business' ability to meet
strategic goals, and to solicit feedback that influence the
operations of WFM.
Job Duties and Responsibilities:
Provides and comples regular scheduling responsibilities and
provides schedule analysis and staff recommendations to meet
service center goals.
Provides detailed, accurate, and timely completion of scheduling
Assists in the maintenance of WFM data reports to ensure accuracy
of historical statistics provided to our customers.
Establishes and maintains strong relationships that will allow an
effective working relationship with all levels of employees and
management from multiple departments and multiple sites.
Coordinates, supervises, and is accountable for workforce
management forecasting, scheduling, capacity planning, schedule
management, real-time management, reporting, and analysis to
achieve set service level goals such as adherence to schedule,
schedule efficiency, utilization, and occupancy
Leads the Workforce team responsible for short-term and long-term
workload forecasting, scheduling, real-time resource management and
proactively working to meet daily metrics by staying in constant
communication with Customer Care teams.
Uses workforce management software and call volume history to help
manage intra-day staffing levels and to determine the most
effective methods for staffing adjustments.
Provide and maintain intraday performance reports
'Works with business leadership to provide operational insight and
to receive feedback for workforce management process development
and refinement. Serves as a trusted partner and advisor to
Provides various WFM Presentations such as New Hire Presentation
and Department Quarterly Reviews. Establishes and maintains
communication channels to ensure scheduling and resources are
Ensures delivery of key metrics, staffing, training requirements
and performance metrics through optimization of resources,
identifying and implementing process improvement and leveraging
automation/technology. Increases efficiency by recommending
staffing strategies that support the needs of a multi-skilled
customer contact center. Provides and creates New Hire and
Department Shift Bids. Prepares and maintains reports, dashboards
and monthly packages as needed.
Directs staffing alignment and resources to ensure minimal impact
to customers as a key member of the Disaster Recovery and storm
Each team member is expected to be aware of risk within their
functional area. This includes observing all policies, procedures,
laws, regulations and risk limits specific to their role.
Additionally, they should raise and report known or suspected
violations to the appropriate Company authority in a timely
Performs other related duties as required.
The information on this description has been designed to indicate
the general nature and level of work performed by employees within
this classification. It is not designed to contain or be
interpreted as a comprehensive inventory of all duties,
responsibilities, and qualifications required of employees assigned
to this job.
Synovus is an Equal Opportunity Employer supporting diversity in
Requires a level of knowledge normally gained through completion of
an undergraduate degree
5 years experience
Required Knowledge, Skills, & Abilities:
1-3 years of Workforce Management experience using WFM software
with a preference of Aspect WFM IEX or Calabrio systems
2-3 years of Excel experience with Intermediate knowledge of
'1-3 years of Data Analysis experience capturing, storing and
reporting historical statistics (Call Volumes, AHT, Service Level,
Forecast Accuracy, Occupancy, Shrinkage, Adherence, etc.'
3-5 years working in a Call Center environment (working in a 75+
seat contact center)
Must have strong mathematical and statistical skillsets to maintain
accurate data reporting
Must have data analysis experience capturing, storing and reporting
'ACD/Call routing knowledge
Keywords: Synovus Financial Corp., Columbus , Workforce Analyst Sr., Professions , Columbus, Georgia
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